Amazon buyer complaint for an unauthentic product? Account is now at risk?
I recently had a SKU of mines put as inactive and gated due to a “buyer complaint of authenticity” that said the product I was selling was unauthentic. For fact, the item I had been selling was genuine with all the associated items within the listing being included and shipped through fbm. Over the past few months I’ve sold around ~30 of that SKU alongside a handful of other sellers (Around 15-20 or so). However, I decided to send one of them through fba which began the whole unable to sell that specific SKU fiasco.
They did not accept my fba shipment for that specific SKU and I had them send the item back to my address. Also, once they rejected the shipment, they also put my listing as inactive and then proceeded with sending me a warning of a buyer complaint shortly after I had received my fba return. Currently, I feel as it’s not truly a “buyer complaint” and it’s just how amazon handles shipments that go unaccepted.
Now, I had opened a case on the issue and they then tell me that they cannot fix the buyer complaint issue unless I have a manufacturer invoice of the purchase. Realistically, a genuine invoice of such a popular brand item would be unachievable, so does this mean I’ll have a “buyer complaint” of authenticity forever on my amazon seller account?
So, because I received this complaint, it now puts my account in a yellow area of being “At Risk”. How does this affect my ability to sell on amazon and can it be improved upon in the future?